Help Desk Specialist

The Touro Help Desk Specialist will answer and assist with requests from faculty staff and students from across the Touro College and University System. The Touro Helpdesk manages incidents and requests for all Institutional areas: Finance Information Technology Student Services and Human Resources. This position is not a technical position.

Responsibilities include but are not limited to:

• Respond to email web-form and phone requests to facilitate resolution
• Route and assign requests regarding topics like: TouroOne Canvas email identity management Student Services general login accounts etc.
• Update and complete incidents and requests within ServiceNow
• Work closely with IT specialists: applications network server local support techs and other IITS technical teams to track resolutions to completion
• Work closely with subject matter experts to appropriately transition incidents to student administrative services human resources and finance departments
• Track incidents and requests to completion and escalate to subject matter experts when necessary
• Assist with writing and/or editing internal and external documentation
• Host requested Zoom sessions with employees and/or students to assist with issues
• Attend meetings/project meetings as requested
• Any additional task(s) requested by supervisor(s)

Education/Experienc

• Bachelors Degree or the equivalent in education and work experience preferred.

Knowledge/Skills/Abilities

• Ability to clearly explain service issues effectively answer questions and write cogent and understandable text.
• Being able to render technical answers into understandable non-technical terms.
• Service oriented approach to problems.
• Excellent problem-solving skills and proven ability to follow through on requests.

Travel

• Travel to other Touro University campuses as needed.

Working Conditions

• Extensive Use of Computers and Telephones
• Extensive time sitting and standing.
• Able to lift up to 5 lbs.